I have been going back and forth with VZW for 3 weeks. I have called multiple times and spoken with multiple agents (Bernadette, Romane, and Rose are the most recent). I have 2 lines on my account that were suspended and reactivated without my knowledge or permission. This caused all kinds of additional fees and charges. I called and went through my bill line by line ( I have 5 lines), the agent agreed that it was charged incorrectly and that my bill would be credited. They were supposed to call me back in a few days to ensure that the issue was resolved. They did not call back and the issue was not resolved. I received a credit but it was not the full amount. There should be an additional credit of $88.15. I paid all of my bill minus the $88.15, and my service was disconnected. I called back and was told that the credit will take 5-7 business days to be applied and it has been escalated. My new bill has been issued and it is still the same issue. I run a business and have an elderly mother with a line on this account. I have lost 2 clients because they thought I was ignoring them, and I didn't even know my service was disconnected. What are we supposed to do if my mother has an accident and can't call emergency services or her children ?I asked to speak with customer retention, I asked to speak to a supervisor, and I asked to speak to a manager and they would not transfer me. I have been a customer for 19 years and have no service even though the bill is paid in full. I should not be punished for VZW's mistake.
Hello, ms-parker. Help is here as my apologies to hear of your experience. We always want to be helpful and transparent regarding any changes to your account. Let's work together to ensure everything is correct and restore your faith in us. I have sent you a Private Message for further assistance.
-Natasha
Suspending a line doesn't disconnect service, just prevents someone from using the device associated with that number until the suspension is lifted. The only way to not be billed for a line is to disconnect service.
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